The Role
Manage a portfolio of SaaS customer accounts to drive retention, adoption, and expansion. Build stakeholder relationships, create success plans, run business reviews, coordinate Product/Support/Engineering, de-risk renewals, promote customer participation in events, and feed customer insights into product and GTM.
Summary Generated by Built In
Department: Customer Success
Employment type: Full-time
Location: Munich / Madrid
Workplace: Office / on-site with customers, (with up to 2 days home office per week)
The Customer Success Manager owns a portfolio of osapiens customer accounts, acting as their day-to-day point of contact and trusted partner after the sale. You're responsible for retention, adoption, and growth across your book of business, coordinating internal stakeholders to make sure each customer realizes value from their investment. You'll expand your SaaS and technical toolkit on the job, with a clear path to grow into larger and more strategic accounts over time.
Employment type: Full-time
Location: Munich / Madrid
Workplace: Office / on-site with customers, (with up to 2 days home office per week)
The Customer Success Manager owns a portfolio of osapiens customer accounts, acting as their day-to-day point of contact and trusted partner after the sale. You're responsible for retention, adoption, and growth across your book of business, coordinating internal stakeholders to make sure each customer realizes value from their investment. You'll expand your SaaS and technical toolkit on the job, with a clear path to grow into larger and more strategic accounts over time.
What You'll Do:
- Own a portfolio of accounts end-to-end — retention, adoption, and expansion.
- Build relationships with day-to-day and decision-making stakeholders — understand their business, not just their product usage.
- Build success plans with your Account Executive and run regular business reviews that show value delivered and next steps.
- Go technically deep enough to solve real problems in the platform, and de-risk renewals long before they land.
- Multi-thread each account and orchestrate Product, Support, and Engineering around the customer.
- Drive your customers’ active participation in our scalable content formats — onsite events, webinars, roundtables — and get them contributing, including presenting their own story.
- Turn wins into repeatable plays and feed customer signal back into product and GTM.
What We're Looking For:
- 2-4 years in B2B-SaaS Customer Success, Consulting, Account Management, or other client-facing roles.
- A track record of managing client relationships with measurable results in retention and adoption.
- Comfort with technical concepts and a willingness to build technical fluency — you don't need to code, but you should be curious about how the product works and ready to grow your grasp of cloud architecture and data concepts over time.
- An appetite for learning a broad, complex product portfolio across many different user types and use cases.
- A proactive mindset — you notice opportunities for customers to get more value and know when to flag them.
- Ownership and reliability — you follow through on commitments and thrive in a fast-moving environment.
- A steady head under pressure — a tight deadline, a customer question you don't have the answer to yet, a first-time escalation.
- Fluency in English, plus professional proficiency in at least one of the following: German, French, Spanish, Dutch, or Italian.
Job Benefits:
Substance, not slogans 2,500+ customers on the platform. BlackRock, Goldman Sachs, and Armira as investors. A product that won the European market without a heavy sales machine. None of this is hypothetical, it is what the role is built on.
Real ownership You shape your book of accounts, your topic lane, and the success-plan logic. Your account signal feeds product, pricing, and GTM. Not as a token gesture, as the actual mechanism.
AI-native team Real budget for AI tooling and a mandate to set the frontier on AI-augmented enterprise CS. We don’t bolt AI on; AI is how the team operates.
Senior leadership access A structured CS organisation with senior leadership support, an Academy team for customer enablement, and Professional Services that own onboarding cleanly.
The practical bits
- Competitive base salary plus a CS performance component tied to retention, expansion, and adoption KPIs.
- You’re based either in the office (Munich or Madrid) or on-site with customers across Europe, with the flexibility to work up to 2 days per week from home.
- Career path into CS Team Lead, CS strategy, or strategic account roles in the broader commercial organisation.
About osapiens
At osapiens, we bring together more than 550 talented people united by a shared mission: to enable sustainable growth for companies worldwide. Founded in 2018 and headquartered in Mannheim, Germany, with additional locations across Europe and the USA, we have built the AI-powered osapiens HUB platform.
The platform currently comprises 26 enterprise solutions running on our own multi-tenant infrastructure — built for cross-company collaboration and automation. With scalable, ready-to-use solutions, we enable fast implementation for companies of every size, from large enterprises to mid-sized businesses and across all industries.
About
osapiens develops holistic Software-as-a-Service solutions that help global companies ensure transparency, efficiency, and trust across their entire value chain. Through its cloud platform, the osapiens HUB, the company leverages innovative technologies, including artificial intelligence, to strengthen businesses while promoting human rights, ecological responsibility, and sustainable corporate governance.Founded in 2018 and headquartered in Mannheim, Germany, osapiens works with around 2,500 companies in over 50 countries across industries such as consumer goods, automotive, fashion, pharmaceuticals, and medical products. The company is backed by Goldman Sachs and Decarbonization Partners, reinforcing its commitment to responsible, sustainable growth and has reached unicorn status in January 2026.
Skills Required
- 2-4 years in B2B-SaaS Customer Success, Consulting, Account Management, or other client-facing roles
- Proven track record managing client relationships with measurable retention and adoption results
- Comfort with technical concepts and willingness to develop technical fluency (cloud architecture, data concepts)
- Ability to learn and manage a broad, complex product portfolio across diverse user types
- Proactive mindset with strong ownership and reliability
- Ability to remain steady under pressure and handle escalations
- Fluency in English plus professional proficiency in at least one: German, French, Spanish, Dutch, or Italian
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The Company
What We Do
osapiens develops holistic Software-as-a-Service (SaaS) solutions that help global companies ensure transparency, efficiency, and trust across their entire value chain. Through its cloud platform, the osapiens HUB, the company leverages innovative technologies, including artificial intelligence, to strengthen businesses while promoting human rights, ecological responsibility, and sustainable corporate governance. Headquartered in Mannheim, Germany, osapiens supports over 2,500 customers worldwide, from SMEs to global enterprises, in driving sustainable growth and regulatory compliance.
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